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Original poster

Should I complain? NHS

120 replies

Worriemummy · 01/08/2025 18:26

Before I start I work in the NHS and I know things were bad but I’m not sure if I’m letting my emotions run wild so this seems worse than it is or if you would complain?

DD5 ( v healthy previously - no doctors visits apart from immunisations). Developed a small lump on her face in January. You couldn’t see it but could feel it. We thought it was a blackhead or something and cleaned it daily etc but it just grew. Visited the pharmacy who advised to ring the GP for an urgent appointment. Rung the next few days but it took 10 days to get an appointment. GP didn’t think we needed to be seen face to face and said it sounded like a spot - continue washing.

2 weeks later she woke up, lump was red, inflamed, much bigger (DD was fine in herself) . Contacted GP every day for a week but the receptionist said every day that we’ve already been seen for this issue to why are you still ringing. I explained it had changed but we still couldn’t get an appointment. In the end we were given a pre book able appointment…for October (this was in April). They said was impatient, dramatic and maybe needed mental health support for heal anxiety…

it obviously wasn’t a a&e matter at this point, I did ring minor injuries but they said it doesn’t fit the criteria they have.

I felt completely abandoned at this point and now the spot was painful and my DD was missing school. So we booked an appointment with plastic surgeon. Saw him in 3 day, turns out it’s a tumour and he could remove it. We arrange for the surgery with him and he removed it within 2 weeks (obviously at a cost).

we still haven’t seen the GP. Would you complain about this or just leave it as it’s hopefully all over??

OP posts:
Efrogwraig · 02/08/2025 20:42

Yes. Do it.

ClairDeLaLune · 02/08/2025 20:23

Definitely complain. Why are some receptionists so jumped up and full of their own importance that they think they can decide who needs medical attention and who doesn’t? Have they done 7 years’ medical training? Have they fuck. The procedures at your GP practice need to change drastically, and the manager needs to know about it.

Umbrella15 · 02/08/2025 20:21

Sounds like this was due to the incompetent receptionist who thinks they have a medical degree. I would deffinately put a complaint in.

QuaverQuanta · 02/08/2025 20:18

Sorry if you've said and I've missed it, but what kind of tumour?

Mischance · 02/08/2025 20:13

Complain to the practice directly and to CQC. The receptionist was seriously out of order here.

SilverpetalShine · 02/08/2025 20:03

Practice manager, gp,CQC. Appalling. What is the biopsy on the tumour? Important for you to know. Doc should have referred you to oncology if biopsy not favourable I would have thought.

croydon15 · 02/08/2025 20:02

TheEllisGreyMethod · 01/08/2025 18:33

This, you absolutely need to complain. You followed what they said, raised concerns when the situation changed and we're completely fobbed off.
Imagine how bad it would have been if you didn't have the resources to see a plastic surgeon. The next child might not have the resources.

Show quote history

This l would complain absolutely disgraceful

Livelovebehappy · 02/08/2025 19:59

I’d be raising merry hell. If you don’t complain, they’ll continue to be incompetent.

HereWeGo1234 · 02/08/2025 19:47

Yes the NHS need to know-if nothing else, the practice will be more alert.

Dymaxion · 02/08/2025 19:39

2 weeks later she woke up, lump was red, inflamed, much bigger (DD was fine in herself) . Contacted GP every day for a week but the receptionist said every day that we’ve already been seen for this issue to why are you still ringing. I explained it had changed but we still couldn’t get an appointment. In the end we were given a pre book able appointment…for October (this was in April). They said was impatient, dramatic and maybe needed mental health support for heal anxiety…

Well that's shit safety netting for a start, what do we say to people over and over again ? If it gets worse, changes, there is pain or an increase in pain, swelling, redness etc contact us again. Even more so with a child.

Nikki75 · 02/08/2025 19:34

I would absolutely complain about this it's absolutely disgraceful to be ignored and made to feel you ate bothering people who are there to care for your daughter in these circumstances.
I can't get over this don't let it go take it as far as you can .
I hope your daughter is doing much better now and you are all ok. X

beetr00 · 02/08/2025 19:31

Completely agree with all saying you should complain @Worriemummy

First step, GP surgery, with the Dr./staff member in question or practice manager.

If dissatisfied with that outcome, you can escalate

Mummamap · 02/08/2025 19:13

I would absolutely be complaining. You and your daughter have been treated appallingly by your GP surgery.

Skybluepinky · 02/08/2025 19:10

No idea why you didn’t complain to practice manager sooner.

Sunaquarius · 02/08/2025 19:00

Yes that's awful, and I can't believe they gaslit you by offering you mental health support.

gardenflowergirl · 02/08/2025 19:00

I think it's best to do patches on your GP website these days as you can upload photos and they get back to you within 48 hours. The photos are crucial really as talking about it is open to interpretation.

Askingforafriendtoday · 02/08/2025 18:58

AragornsManlyStubble · 01/08/2025 18:30

I would absolutely be raising this with the GP practice manager and your wider NHS trust.

This.

OldMcDonaldHadABigMac · 02/08/2025 18:58

That's absolutely shocking and I would definitely be complaining. I can understand the initial misdiagnosis by the GP as it may not have been obvious earlier on what the lump was but in regards to being denied a follow up appt when the issue remained; it's not up to the receptionist to diagnose whether a lump is urgent or can be booked for an appointment 6 months away.

MalcolmMoo · 02/08/2025 18:56

Wow this is just awful! I’d definitely complain.

The GP in our town is useless so we’ve registered out of area and the new one has been amazing may be something to try if you’re able to drive to appointments etc. as I know I wouldn’t have trust to go back to this GP practice.

Jumpers4goalposts · 02/08/2025 18:39

I’d make a complaint to your GP practice manager.

Spinmerightroundbaby · 02/08/2025 18:39

Worriemummy · 01/08/2025 18:26

Before I start I work in the NHS and I know things were bad but I’m not sure if I’m letting my emotions run wild so this seems worse than it is or if you would complain?

DD5 ( v healthy previously - no doctors visits apart from immunisations). Developed a small lump on her face in January. You couldn’t see it but could feel it. We thought it was a blackhead or something and cleaned it daily etc but it just grew. Visited the pharmacy who advised to ring the GP for an urgent appointment. Rung the next few days but it took 10 days to get an appointment. GP didn’t think we needed to be seen face to face and said it sounded like a spot - continue washing.

2 weeks later she woke up, lump was red, inflamed, much bigger (DD was fine in herself) . Contacted GP every day for a week but the receptionist said every day that we’ve already been seen for this issue to why are you still ringing. I explained it had changed but we still couldn’t get an appointment. In the end we were given a pre book able appointment…for October (this was in April). They said was impatient, dramatic and maybe needed mental health support for heal anxiety…

it obviously wasn’t a a&e matter at this point, I did ring minor injuries but they said it doesn’t fit the criteria they have.

I felt completely abandoned at this point and now the spot was painful and my DD was missing school. So we booked an appointment with plastic surgeon. Saw him in 3 day, turns out it’s a tumour and he could remove it. We arrange for the surgery with him and he removed it within 2 weeks (obviously at a cost).

we still haven’t seen the GP. Would you complain about this or just leave it as it’s hopefully all over??

Utterly disgraceful your child was treated that way. You should complain. What a farce.

lindyloo57 · 02/08/2025 18:34

My husband went to the doctor with pain in his lower leg in his carf, the doctor dismissed a blood clot, saying as my husband is slim and fit it won't be a clot, this pain went on for 3 months, when he went back and ask for a blood test, in the end she said I will do one but you don't really need it, well after the test rang him next day saying get straight up the hospital you could have a clot, he did have one luckily it was still in the lower leg and hasn't move up, just gos to show they don't always get it right.

MixedBananas · 02/08/2025 18:33

CQC asap! I worled in the NHS in a variety of rolls. Including PALS. You need to complain, email and CC everyone you can including local authority health board.

Anonymousforthisone2025 · 02/08/2025 18:29

I would be complaining. That's disgusting that the receptionist is giving medical opinion!

KassandraOfSparta · 02/08/2025 18:28

Yes complain, but YABU to think anything will actually change.

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